A Guide To Service Desk Concepts
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A Guide To Service Desk Concepts
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Author : Donna Knapp
language : en
Publisher: Cengage Learning
Release Date : 2013-02-21
A Guide To Service Desk Concepts written by Donna Knapp and has been published by Cengage Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-21 with Computers categories.
Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
A Guide To Service Desk Concepts
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Author : Donna Knapp
language : en
Publisher: Cengage Learning
Release Date : 2013-02-21
A Guide To Service Desk Concepts written by Donna Knapp and has been published by Cengage Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-21 with Computers categories.
Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
A Guide To Help Desk Concepts
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Author : Donna Knapp
language : en
Publisher:
Release Date : 1997
A Guide To Help Desk Concepts written by Donna Knapp and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Computer industry categories.
A Guide To Help Desk Concepts
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Author : Donna Knapp
language : en
Publisher:
Release Date : 2003
A Guide To Help Desk Concepts written by Donna Knapp and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Computers categories.
The second edition of Donna Knapp's highly successful first edition introduces service concepts, skill sets, career paths, and operations of the help desk industry. The author's expertise provides strong real-world computer support examples and case studies.
A Guide To Customer Service Skills For The Help Desk Professional
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Author : Donna Knapp
language : en
Publisher:
Release Date : 2005
A Guide To Customer Service Skills For The Help Desk Professional written by Donna Knapp and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Business & Economics categories.
This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.
The Itsm Process Design Guide
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Author : Donna Knapp
language : en
Publisher: J. Ross Publishing
Release Date : 2010-08-15
The Itsm Process Design Guide written by Donna Knapp and has been published by J. Ross Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-08-15 with Business & Economics categories.
The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
Effective Help Desk Specialist Skills
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Author : Darril Gibson
language : en
Publisher: Pearson IT Certification
Release Date : 2014-10-27
Effective Help Desk Specialist Skills written by Darril Gibson and has been published by Pearson IT Certification this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-27 with Computers categories.
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
A Practical Guide To Service Management
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Author : Keith D. Sutherland
language : en
Publisher: Packt Publishing Ltd
Release Date : 2023-10-13
A Practical Guide To Service Management written by Keith D. Sutherland and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-10-13 with Computers categories.
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
A Guide To Help Desk Technology Tools Techniques
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Author : Dione McBride
language : en
Publisher: Cengage Learning
Release Date : 2000
A Guide To Help Desk Technology Tools Techniques written by Dione McBride and has been published by Cengage Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike.
It Manager S Handbook
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Author : Bill Holtsnider
language : en
Publisher: Elsevier
Release Date : 2010-07-26
It Manager S Handbook written by Bill Holtsnider and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-07-26 with Computers categories.
IT Manager's Handbook, Second Edition, provides essential information to help students understand the responsibilities of today's IT Management professionals: not only planning network security and implementing disaster recovery plans, but also such vital tasks as creating budgets, administering compliance, and managing staff. In particular, the book discusses business practices that are most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendor. This updated version includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management. Information is organized modularly so that instructors and students can delve directly into only the topics needed. Each chapter contains additional resources sections for books, articles, and websites relevant to that topic. It contains new material on key technology topics such as open source, outsourcing, offshoring, and handhelds, plus updated coverage of e-commerce, remote access, intranets, and LAN/WAN management. A completely updated and expanded second edition that provides practical, easily accessible management advice written specifically for new IT managers: · Brings you up to speed on those business practices most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendors. · Includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management.· Organizes information modularly so you can delve directly into only the topics that you need. · Provides a unique management perspective on those specific technical issues with the most significant business ramifications.· Includes new material on key technology topics such as open source, wireless, handhelds, outsourcing, offshoring, and operations, as well as updated coverage of e-commerce, remote access, intranets, and LAN/WAN management.